tractatus/src/models/SLATracking.model.js

/**
 * SLATracking Model
 * Tracks Service Level Agreement compliance for response times
 */

const { ObjectId } = require('mongodb');
const { getCollection } = require('../utils/db.util');

class SLATracking {
  /**
   * Create SLA tracking entry
   */
  static async create(data) {
    const collection = await getCollection('sla_tracking');

    const sla = {
      // What this SLA is tracking
      item_type: data.item_type, // contact, media, case
      item_id: new ObjectId(data.item_id),

      // SLA targets (hours)
      sla_target: data.sla_target || 24, // Default 24 hours
      sla_priority: data.sla_priority || 'normal', // low, normal, high, urgent

      // Timestamps
      received_at: data.received_at || new Date(),
      due_at: data.due_at || this.calculateDueDate(data.sla_target || 24),
      first_response_at: data.first_response_at || null,
      resolved_at: data.resolved_at || null,

      // Status
      status: data.status || 'pending', // pending, responded, resolved, breached
      breach: data.breach || false,

      // Response time metrics (hours)
      response_time: data.response_time || null,
      resolution_time: data.resolution_time || null,

      // Escalation tracking
      escalated: data.escalated || false,
      escalated_at: data.escalated_at || null,
      escalated_to: data.escalated_to ? new ObjectId(data.escalated_to) : null,

      // Metadata
      project: data.project || 'tractatus',
      assigned_to: data.assigned_to ? new ObjectId(data.assigned_to) : null,

      created_at: new Date(),
      updated_at: new Date()
    };

    const result = await collection.insertOne(sla);
    return { ...sla, _id: result.insertedId };
  }

  /**
   * Calculate due date based on SLA hours
   */
  static calculateDueDate(slaHours, fromDate = new Date()) {
    return new Date(fromDate.getTime() + (slaHours * 60 * 60 * 1000));
  }

  /**
   * Find SLA by item
   */
  static async findByItem(itemType, itemId) {
    const collection = await getCollection('sla_tracking');
    return await collection.findOne({
      item_type: itemType,
      item_id: new ObjectId(itemId)
    });
  }

  /**
   * Record first response
   */
  static async recordResponse(itemType, itemId) {
    const collection = await getCollection('sla_tracking');

    const sla = await this.findByItem(itemType, itemId);
    if (!sla || sla.first_response_at) {
      return; // Already recorded
    }

    const responseTime = (new Date() - new Date(sla.received_at)) / (1000 * 60 * 60); // hours
    const breach = responseTime > sla.sla_target;

    await collection.updateOne(
      { _id: sla._id },
      {
        $set: {
          first_response_at: new Date(),
          response_time: responseTime,
          status: 'responded',
          breach,
          updated_at: new Date()
        }
      }
    );

    return await collection.findOne({ _id: sla._id });
  }

  /**
   * Record resolution
   */
  static async recordResolution(itemType, itemId) {
    const collection = await getCollection('sla_tracking');

    const sla = await this.findByItem(itemType, itemId);
    if (!sla || sla.resolved_at) {
      return; // Already recorded
    }

    const resolutionTime = (new Date() - new Date(sla.received_at)) / (1000 * 60 * 60); // hours

    await collection.updateOne(
      { _id: sla._id },
      {
        $set: {
          resolved_at: new Date(),
          resolution_time: resolutionTime,
          status: 'resolved',
          updated_at: new Date()
        }
      }
    );

    return await collection.findOne({ _id: sla._id });
  }

  /**
   * Escalate SLA
   */
  static async escalate(itemType, itemId, escalatedTo) {
    const collection = await getCollection('sla_tracking');

    const sla = await this.findByItem(itemType, itemId);
    if (!sla) return;

    await collection.updateOne(
      { _id: sla._id },
      {
        $set: {
          escalated: true,
          escalated_at: new Date(),
          escalated_to: new ObjectId(escalatedTo),
          updated_at: new Date()
        }
      }
    );

    return await collection.findOne({ _id: sla._id });
  }

  /**
   * Get items approaching SLA breach (within 2 hours)
   */
  static async getApproachingBreach(options = {}) {
    const collection = await getCollection('sla_tracking');
    const { project = null } = options;

    const now = new Date();
    const twoHoursFromNow = new Date(now.getTime() + (2 * 60 * 60 * 1000));

    const query = {
      status: 'pending',
      breach: false,
      due_at: {
        $gte: now,
        $lte: twoHoursFromNow
      }
    };

    if (project) query.project = project;

    return await collection
      .find(query)
      .sort({ due_at: 1 })
      .toArray();
  }

  /**
   * Get breached SLAs
   */
  static async getBreached(options = {}) {
    const collection = await getCollection('sla_tracking');
    const { limit = 50, project = null } = options;

    const query = { breach: true };
    if (project) query.project = project;

    return await collection
      .find(query)
      .sort({ due_at: 1 })
      .limit(limit)
      .toArray();
  }

  /**
   * Get pending items (not yet responded)
   */
  static async getPending(options = {}) {
    const collection = await getCollection('sla_tracking');
    const { limit = 50, project = null } = options;

    const query = { status: 'pending' };
    if (project) query.project = project;

    return await collection
      .find(query)
      .sort({ due_at: 1 })
      .limit(limit)
      .toArray();
  }

  /**
   * Check and update breached SLAs
   */
  static async checkBreaches() {
    const collection = await getCollection('sla_tracking');

    const now = new Date();

    // Find all pending items past their due date
    const breached = await collection.find({
      status: 'pending',
      breach: false,
      due_at: { $lt: now }
    }).toArray();

    if (breached.length > 0) {
      // Mark as breached
      await collection.updateMany(
        {
          status: 'pending',
          breach: false,
          due_at: { $lt: now }
        },
        {
          $set: {
            breach: true,
            status: 'breached',
            updated_at: new Date()
          }
        }
      );
    }

    return breached.length;
  }

  /**
   * Get SLA statistics
   */
  static async getStats(filters = {}) {
    const collection = await getCollection('sla_tracking');

    const query = {};
    if (filters.project) query.project = filters.project;

    const [total, pending, responded, resolved, breached, avgResponseTime] = await Promise.all([
      collection.countDocuments(query),
      collection.countDocuments({ ...query, status: 'pending' }),
      collection.countDocuments({ ...query, status: 'responded' }),
      collection.countDocuments({ ...query, status: 'resolved' }),
      collection.countDocuments({ ...query, breach: true }),
      collection.aggregate([
        { $match: { ...query, response_time: { $exists: true, $ne: null } } },
        { $group: { _id: null, avg: { $avg: '$response_time' } } }
      ]).toArray()
    ]);

    const complianceRate = total > 0 ? ((total - breached) / total) * 100 : 100;

    return {
      total,
      pending,
      responded,
      resolved,
      breached,
      compliance_rate: Math.round(complianceRate * 100) / 100,
      avg_response_time: avgResponseTime.length > 0 ? Math.round(avgResponseTime[0].avg * 100) / 100 : null
    };
  }

  /**
   * Delete SLA record
   */
  static async delete(id) {
    const collection = await getCollection('sla_tracking');
    return await collection.deleteOne({ _id: new ObjectId(id) });
  }
}

module.exports = SLATracking;